{"id":18736,"date":"2020-03-14T15:43:12","date_gmt":"2020-03-14T14:43:12","guid":{"rendered":"https:\/\/www.topdesk.com\/nl\/?p=18736"},"modified":"2024-08-15T10:49:14","modified_gmt":"2024-08-15T08:49:14","slug":"gezond-kennissysteem","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/nl\/blog\/gezond-kennissysteem\/","title":{"rendered":"Kennismanagement: hoe gezond is jouw kennissysteem?"},"content":{"rendered":"<p>Kennisbeheer is een proces dat nooit klaar is. Nieuwe ontwikkelingen zorgen ervoor dat de kennisbank continu gevuld moet worden met nieuwe informatie. Het is belangrijk om regelmatig de gezondheid van je kennissysteem te meten.<\/p>\n<p>Door het meten van je kennissysteem kom je erachter welke onderdelen van je kennisbeheer proces meer aandacht nodig hebben. Het is handig om hier een maandelijks rapport van te maken.<\/p>\n<h2>Effectief kennismanagement<\/h2>\n<p>Hoe je dit doet leg ik uit aan de hand van de organisatie waar ik zelf werk: TOPdesk. Ik werk hier bij Support als technisch product consultant. Aan de hand van een aantal voorbeelden zal ik uitleggen hoe wij deze metingen doen.<\/p>\n<p>Is jouw organisatie nog niet gestart met actief kennisbeheer? Lees dan eerst het blog van mijn collega Guilherme. Hij geeft je de\u00a0<a href=\"https:\/\/www.topdesk.com\/nl\/blog\/effectief-kennismanagement\/\">eerste 5 stappen voor effectief kennismanagement.<\/a><\/p>\n<h3>Word het kennissysteem actief gebruikt?<\/h3>\n<p>Er is niks vervelender dan oude of niet kloppende informatie te vinden tijdens de zoektocht naar een antwoord. Daarom is het van belang dat de kennisbank actuele informatie bevat.<\/p>\n<p>Wil jij je kennissysteem up-to-date houden? Dan is het allereerst belangrijk dat alle supporters het kennissysteem actief gebruiken. Daarnaast wil je dat de supporters actief nieuwe artikelen aanmaken en bestaande artikelen wijzigen. Verder zoomen wij ook in op het niveau per groep operators\/behandelaars zodat we weten welke collega\u2019s extra aandacht moeten krijgen.<\/p>\n<h3>Meet de gezondheid van je kennissysteem<\/h3>\n<p>Om er achter te komen of het kennissysteem actief gebruikt wordt, verrichten wij een aantal periodieke metingen:<\/p>\n<ul>\n<li>Aantal nieuwe kennisitems\u00a0ten opzichte van het totaal aantal kennisitems en totaal aantal aangemelde meldingen. Met deze meting kijken we of nieuwe kennis wordt toegevoegd aan de kennisbank.<\/li>\n<li>Percentage kennisitems\u00a0ge\u00fcpdatet in de laatste maanden. Door deze meting per maand te vergelijken, zie je in \u00e9\u00e9n oogopslag hoe actueel het kennissysteem is.<\/li>\n<li>Kennisgebruik percentage\u00a0per subcategorie. Deze meting laat zien welke onderwerpen onderbelicht zijn in het kennissysteem.<\/li>\n<li>Aantal kennisitems dat als nuttig of niet nuttig wordt beoordeeld. Deze meting vertelt je hoe eindgebruikers de kennis beoordelen. Beoordelen ze jouw kennisitems als \u2018niet nuttig\u2019?<\/li>\n<li>Percentage incidenten opgelost\u00a0met een nieuw kennisitem ten opzichte van oudere kennisitems. Deze meting geeft aan of eindgebruikers jouw kennisitems vinden. Is het percentage hoog? Dan komen er vooral meldingen binnen over nieuwe onderwerpen. Een laag percentage? Dan vinden eindgebruikers bestaande kennis niet goed, terwijl de kennis toch al een langere tijd beschikbaar is.<\/li>\n<\/ul>\n<p>Door per maand te meten, komen de belangrijkste verbeterpunten van dat moment naar voren.<\/p>\n<h2>Meer leren over kennisbeheer?<\/h2>\n<p>Download dan ons\u00a0<a href=\"https:\/\/www.topdesk.com\/nl\/e-books\/kennisbeheer\/\">nieuwe e-book over Knowledge Management<\/a>! Het complete handbook om kennis te delen en je servicedesk sneller te maken.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Kennisbeheer is nooit klaar! Voor je het weet is de kennis in jouw team verouderd. Meet daarom de gezondheid van je kennissysteem regelmatig.<\/p>\n","protected":false},"author":1,"featured_media":21874,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-18736","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":null,"toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Hoe gezond is jouw kennissysteem? | TOPdesk<\/title>\n<meta name=\"description\" content=\"Kennisbeheer is nooit klaar! Voor je het weet is de kennis in jouw team verouderd. 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